Thank you for choosing to stay at Royal Orchid Sheraton Hotel & Towers. I am delighted to know that you enjoyed the panoramic river views from your room as well as appreciated our hotel's location. I am sorry to hear that the room upgrade wasn’t available during your stay due to our high occupancy. We understand how frustrating and disappointing this can be. However, please note that the room upgrades for SPG Platinum members are subject to availability for the entire length of stay at time of check-in. We hope you will give us another chance to show our true level of service.